Lead Business Analyst

Area(s) of responsibility

Job Title: Business Analyst (ITSM)
Location: Pune
Shift Timings: 02:00 – 23:00 PM
Contract Duration: 1 year. Possibility of extension/Conversion post 6 months.
Experience Level: 7+ years experience overall and relevant : 3 - 5 years
Interview : 2 Rounds : Virtual :: first round : Anand (3:30pm- 6:30pm)
Second round : Eric central time (6 -10pm IST)

Budget – 26LPA



1. Project Overview: The Bank is pursuing multiple IT Production Stability initiatives. We are looking to hire a highly driven Senior Business Analyst with an ITSM Incident Management / Problem Management background.
2. Contractor’s Role: This role will assist in identifying “The Big Rocks” or themes/trends/areas of opportunity to help improve IT production stability.
3. Experience Level: Level 3 (7+ yrs)
Would prefer someone in range 8+ to 12 Years of experience
4. Qualifications:
Required Skills and Abilities:
• 7+ years of Business Analyst experience
• 3-5 years of Incident Management experience
• 3-5 years of Problem Management experience
• Bachelor’s degree in business, accounting, IT or any related field
5. Must have skills: EXCELLENT Communication skills
• Communicating ideas and viewpoints to executives and senior management
• Acting as a liaison between business and IT groups.
• Practical knowledge of ServiceNow reports/reporting
• Practical Knowledge of PowerBI
• Practical Knowledge in ServiceNow Performance Analytics advantageous
• Proficiency in MS Office (Word, Excel, PowerPoint)
• Practical knowledge of Microsoft Visio is advantageous
• Ability to create ad-hoc ServiceNow reports to demonstrate theory/risk/finding
• Build/maintain relationships with key stakeholders
• Identify innovative ways to increase IT Availability/Stability
• Creating monthly metric and performance reports
• Proven experience as a business analyst
• Ability to handle multiple deliverables in a fast-paced environment
• Excellent problem-solving and analytical skills
6. Nice to Haves:
• ITIL Certified would be a plus

7. Tasks & responsibilities :
• Data mining ServiceNow Incident and Problem data looking for areas of opportunity
• Researching and proposing possible solutions, and writing reports to support findings
• Responsible for answering Problem Management RFIs (Requests for Intelligence) - which are executive facing reports clearly summarizing the cause and effect of an incident
• Articulating the mitigating steps being taken to reduce the risk of recurrence all in a clear and concise executive summary format
• The “Big Rocks” that are identified while data mining - will help drive process/tooling enhancements and creating monthly reports on the performance of the various business units/service areas.
• Utilize the monthly reports to identify business areas in need of improvement